Manufacturing Operations Support Service Delivery Manager

Role: Manufacturing Operations Support Service Delivery Manager

Location: Greensboro, NC

Duration: Long-term

We are seeking a highly motivated and experienced Manufacturing IT Service Delivery Manager - Operations Support with a minimum of 2 years of experience to join our dynamic digital solution manufacturing team. This position is ideal for a candidate with experience leading IT service delivery in manufacturing environments, particularly supporting MOM/MES (Siemens Opcenter) applications, who excels at driving operational stability, process maturity, and continuous improvement through strong leadership and stakeholder collaboration. The successful candidate will be responsible for overseeing end-to-end service operations, including incident/problem/change/release management, managing application updates and integrations, delivering data-driven operational reporting, leading Kaizen initiatives, and ensuring reliable system performance that supports production uptime, quality, and efficiency.

Service Delivery & Operations:

Serve as the primary IT contact for plant operations on MOM/Opcenter; align service priorities to production schedules and business SLAs/OLAs.

Own and mature Incident, Request, Problem, Change, and Release processes; maintain performance against MTTR, first-time fix, backlog health, and change success rate.

Lead major incident command, root cause analysis, corrective actions, and executive communication; ensure lessons learned are institutionalized.

Application & Integration Management

Plan, schedule, and execute configuration updates, patches, and releases for MOM/Opcenter and key integrations.

Collaborate with application vendors and internal engineering to capture requirements, validate solutions, and deliver secure, compliant deployments.

Explain architecture and change impacts to non-technical stakeholders in clear business terms.

Operational Reporting & Executive Communication

Establish a reporting framework (weekly operations, monthly service reviews) detailing incidents, root cause themes, availability, capacity, change/release outcomes, user satisfaction, and cost to serve.

Present concise, business-relevant updates to plant leadership and executives; ensure transparency of risk, remediation plans, and delivered value.

Continuous Improvement (Kaizen) & Proposals

Lead Kaizen initiatives to improve reliability, efficiency, and user experience; foster team-wide participation and share best practices.

Develop improvement proposals with quantified benefits (e.g., downtime reduction, throughput/quality gains, ticket volume decrease, cost avoidance) and track realized outcomes versus targets.

Standardize policies/SOPs while ensuring compliance with standards and regulations.

People Leadership & Culture

Lead and coach the operations support team; set vision, objectives, and development plans; mentor for performance and career growth.

Build a collaborative, ethical culture that promotes accountability, continuous learning, and high morale; ensure compliance with company policies and applicable regulations.

Stakeholder & Customer Engagement

Maintain strong relationships with operations, quality, maintenance, engineering, and production planning; ensure responsive, solution oriented service.

Identify opportunities to expand business value through automation, data visibility, and process optimization; align initiatives to operational goals.

Minimum qualification:

Required Education & Experience:

2+ years in IT operations/service management, including on-site manufacturing support and application management for MOM/MES or relevant domain.

Bachelor's degree in mechanical engineering, electrical engineering, computer engineering, computer science, or related field; and/or commensurate work experience

Demonstrated leadership of teams delivering technical support and service improvements in a manufacturing environment.

Strong analytical and problem-solving skills; proven ability to drive root-cause and preventative actions.

Excellent communication & reporting skills-ability to communicate clearly to management, users, and peers.

Proficiency with ticket systems and Microsoft Office; familiarity with web-based business tools.

Hands-on or solid understanding of application development methodologies and DevOps practices supporting reliable releases.

Preferred Qualifications:

Large/remote team leadership; ability to follow/enforce processes and security guidelines and communicate them effectively to users.

Strong organization and time management; reliable, professional work ethic; commitment to exceptional customer service and prompt ticket resolution.

Effective negotiation and expectation management with internal/external stakeholders.

Attention to detail and a commitment to delivering high-quality work.

Experience working in global/cross-cultural environments.

Position Type/Expected Hours of Work:

• This is a contract-to-hire position. Occasional evening and weekend work may be required as job duties demand
• Working hours are MONDAY FRIDAY from 8 AM 5 PM
• Specified shifts if needed.

This position does not require travel.